Amazing Business Radio

Meeting Consumer Demand through Amazing Customer Support and Innovation Shep Hyken interviews Mark Ang, CEO and Co-Founder of GoBolt. He talks about taking a proactive approach to customer service and embracing technology to enhance the customer experience. Top Takeaways:    ·      Customer obsession is a crucial aspect of every business, regardless of its size or industry. It should be embraced b...

Why Marketing and Training Go Hand in Hand in Shaping Customer Perceptions Shep Hyken interviews Barry LaBov, the founder of LABOV Marketing Communications and Training and author of The Power of Differentiation. He discusses the importance of aligning marketing messages with employee training to create a unique and consistent customer experience. Top Takeaways:  Giving employees a sense of meanin...

Investing in Customer Experience and Employee Engagement Shep Hyken interviews Alan Masarek, CEO and Board Director of Avaya. He discusses prioritizing customer satisfaction and creating a positive workplace culture. Top Takeaways:  Being a destination workplace requires deliberately building a culture that attracts talented individuals. Organizations should strive to create an environment where e...

Balancing Technology, the Human Touch, and Customer Experience (CX) Shep Hyken interviews Tom Martin, CEO at Glance, a software company focused on helping businesses connect with their customers. He discusses combining technology with human-to-human interactions to create a seamless and personalized customer experience. Top Takeaways:  In the age of advanced technology, it's crucial for businesses...

How AI is Transforming Customer Communication Shep Hyken interviews Anand Janefalkar, CEO and founder of UJET. He talks about the power of AI enhancing CX and how businesses can leverage it to improve customer support and avoid churn. Top Takeaways:  Customers have so many options and want to get the best out of the money they spend. Since there are many options for companies offering more or less...

Creating a Diverse, Equitable, and Inclusive Workplace That Drives a Better Employee Experience Shep Hyken interviews Philip Mandelbaum, founder, and CEO of Mandelbaum Marketing and Head of Content of Customer Management Practice. He talks about how prioritizing diversity, equity, and inclusion creates a supportive work environment that drives revenue growth and customer loyalty. Top Takeaways:  E...

The Benefits of the As-A-Service Model Shep Hyken interviews Yann Toutant, founder of Black Winch and author of AS A SERVICE: Turn Your Product Based Business Into a Subscription Model. He talks about what an As-A-Service model is and how it impacts the customers, the business, and the environment. Top Takeaways:  Usership means using – not buying – what you need for the experience you want at a s...

Creating Simple and Convenient Customer Experiences Shep Hyken interviews Ricardo Saltz Gulko, Managing Director of Eglobalis and Co-Founder of the European Customer Experience Organization (ECXO). He shares how brands prioritizing simple and convenient experiences can gain a competitive advantage. Top Takeaways:  A simple and convenient customer experience can be a competitive advantage for brand...

Empowering Employees From the First 100 Days and Beyond Shep Hyken interviews Joey Coleman, an award-winning speaker and author of Never Lose an Employee Again: The Simple Path to Remarkable Retention. He shares why employees leave and how organizations can create a meaningful work culture that supports longevity. Top Takeaways:   ·      You can only expect to deliver a remarkable customer experie...

Leveraging Content and Social Media to Provide Customer Care Shep Hyken interviews Mich Hancock, CEO of 100th Monkey and the host of MichMash Podcast. She talks about how brands can use digital content and social media to communicate with customers, showcase their values, and enhance customer experience. Top Takeaways:  Social media is called "social" for a reason. It's more than posting branded c...

Delighting Customers Through Effective Communication Shep Hyken interviews Justine Tavares, Director of Customer Success at TextExpander, a productivity tool that automates repetitive tasks and improves communication efficiency. She talks about improving customer relationships through customer-centric, up-to-date, and consistent messaging. Top Takeaways:  TextExpander allows you to access all of t...

Happy Employees, Happy Customers Shep Hyken interviews Tiffani Bova, bestselling author and global customer growth and innovation evangelist at Salesforce. She discusses the link between employee experience, customer experience, and company growth. Top Takeaways:  Spending time with your customers is a great opportunity to understand their challenges, share best practices, and learn from them.  Em...

How Brands Can Find a Balance Between Incentives and Emotional Connection Shep Hyken interviews Mark Ross-Smith a.k.a Mr. Loyalty and the CEO and Co-Founder of Loyalty Data Co, the parent company of StatusMatch.com. He talks about the roles of transactional and emotional incentives and how brands must learn to balance the two to build long-term customer loyalty. Top Takeaways:  Loyalty programs ar...

How Leveraging Artificial Intelligence Can Be a Win-Win Contact Center Agents and Customers   Shep Hyken interviews Mario Matulich, President and Managing Director of Customer Management Practice. He talks about how organizations can use artificial intelligence and self-service options to empower support agents and elevate the customer experience. Top Takeaways:  There has been significant progres...

How The Savannah Bananas is Changing Baseball through Fan Focus, Creativity, and CX Shep Hyken interviews Jesse Cole, founder of Fans First Entertainment and owner of the Savannah Bananas. He talks about how he redefined baseball and customer and employee experience by creating a culture that puts them first. Top Takeaways:  The Savannah Bananas sells out every game, with a waitlist of 550,000 for...

How to Leverage Customer Feedback to Enhance Every Stage of the Customer Journey Shep Hyken interviews Evan Klein, Founder and President of Satrix Solutions, a customer experience and employee engagement consulting firm. He talks about how businesses can encourage customer feedback and how to leverage that to improve the overall experience. Top Takeaways:   ·      The Net Promoter Score (NPS) is t...

How to Keep Employees and Customers Loyal to Your Brand Shep Hyken interviews Bob Phibbs, widely known as The Retail Doctor, host of the Tell Me Something Good About Retail podcast, and founder of SalesRX. He talks about how retail stores (and all types of organizations) can transform their business from a place where people merely buy products to a destination brand known for amazing customer exp...

How to Use Scarcity to Influence Customer Decisions Shep Hyken interviews Mindy Weinstein, author of The Power of Scarcity: Leveraging Urgency and Demand to Influence Customer Decisions. She talks about the four types of scarcity and how businesses can use them to create community, loyalty, and excitement around their brand. Top Takeaways:    ·      When an organization makes customers feel specia...

Patient Experience Best Practices That Every Business Must Do Shep Hyken interviews Jennifer FitzPatrick, founder of Jenerations Health Education and author of Reimagining Customer Service in Healthcare: Boost Loyalty, Profits, and Outcomes. She talks about how organizations can de-escalate complaints, reduce malpractice claims, and promote better healthcare outcomes by improving patient experienc...

How Organizations Can Reconnect with the Human Side of Their Business Shep Hyken interviews John Sills, Managing Partner at The Foundation, a customer-led growth consultancy. He is the author of The Human Experience: How to Make Life Better for Your Customers and Create a More Successful Organization. He talks about the three myths hindering organizations from connecting with their customers and p...

Delivering an Amazing Customer Experience through Seamless Self-Service and Human Interactions Shep Hyken interviews Eric Melchor, Partnerships & Personalization Ambassador at OptiMonk, a company that helps brands improve their customers' shopping experience through personalization. He talks about how personalization can help businesses increase sales and nurture loyal customers. Top Takeaways:  P...

Delivering Amazing Customer Experiences through Seamless Self-Service and Human Interactions Shep Hyken interviews Declan Ivory, Vice President of Customer Support at Intercom, dedicated to applying digital technologies to empower customer support teams. He discusses the technology available to drive meaningful change and innovation for customer experience. Top Takeaways:  Artificial Intelligence...

Cultivating Customer Relationships through the Art of Active Listening Shep Hyken interviews Heather Younger, Founder & CEO of Employee Fanatix and author of The Art of Active Listening: How People at Work Feel Heard, Valued, and Understood. She talks about creating a culture of listening to ensure customers feel heard, valued, and understood. Top Takeaways:   ·      Failing to listen to the custo...

Five Steps to Delivering an Exceptional Customer Service Shep Hyken interviews Katie Mares, a brand experience expert and the author of CustomHer Experience: The Importance of Tailoring Your Brand Experience to the Female Consumer. She talks about how each touchpoint in a customer's journey impacts their perception of your business and how you can create moments that elevate their experience. Top...

Including the Customer in Design, Decision Making, and Expansion Shep Hyken interviews Michelle MacCarthy, Global Head of Customer Success at Unit4. She talks about utilizing feedback to improve customer satisfaction and lead company success. Top Takeaways:   ·      Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. It is about regularly speak...